FAQ
Membership
Do I need to register as a member?
For security reasons, this website does not offer member registration. Purchases are available through guest checkout only.
Products
I have a question about a product.
We will check and get back to you. Please contact us here.
Can you hold an item for me?
We are unable to reserve or hold items.
The item was in my cart, but it showed as sold out at checkout.
We apologise for the inconvenience. Adding an item to your cart does not reserve it; if another customer completes an order first and the item sells out, it can no longer be ordered. Please complete checkout as soon as possible.
The design of the goods differs from the artwork in the app or other media.
Details such as marks, hairstyles or eye colours on merchandise may differ slightly from the character illustrations in the app.
As long as the item matches what is shown in the shop at the time of purchase, we cannot accept it as defective.
Can anyone buy adult items?
Adult items (novelty goods etc.) may only be purchased by customers aged 18 or over. You confirm that you are 18 or over when ordering, and we may ask for identification if necessary.
Orders
I did not receive an order confirmation e-mail.
If the order-complete screen was shown, your order has been placed.
Please check that the e-mail address you entered is correct, and check your spam folder. If you use filters that block URLs or unknown domains, please allow mail from “@habbit.net” and “@habbit.co.jp”.
Do you offer gift wrapping?
We are sorry, but gift wrapping is not available.
I want to check my order.
Please see your order confirmation e-mail.
I want to change or cancel my order.
We regret that orders cannot be changed or cancelled once completed. Please check the contents carefully before ordering.
Payment
Which payment methods can I use?
We accept credit cards (VISA / Mastercard / JCB / American Express / Diners Club). Payment is made on the Telecom Credit payment page. Depending on your card, you may use payment in full, installment payments, or revolving payments. Please check the payment page for the available payment options and number of installments.
Can I change the payment method after ordering?
No. Please choose carefully when ordering.
Is it safe to enter my card details?
Every page on which you enter personal information is protected by SSL/TLS encryption. Card details are sent directly to our payment service provider and are never stored on our servers.
Delivery
How much is shipping?
Shipping is charged per order according to the shipping class of the items (one parcel per order).
Japan (excluding Okinawa): small ¥400 / boxed ¥880 / large ¥1,000
Okinawa: small ¥400 / boxed ¥1,500 / large ¥2,000
* When small and boxed items are ordered together, only the boxed-item fee applies.
* For remote islands an additional ¥500 may apply to parcel delivery; we will e-mail you if this applies.
* The shipping class of each product is shown on its product page. See the User Guide for details, and International shipping for overseas fees.
Will the packaging show what is inside?
Items are shipped in plain packaging with no product name or shop (brand) name on the outside.
Adult items (novelty goods etc.) are placed in an opaque bag before packing, and the item description on the shipping label reads “miscellaneous goods”.
How long does delivery take?
Orders are normally dispatched from our partner warehouse within 3 business days after the order (and payment) is confirmed. Delivery time after dispatch varies depending on the destination, customs clearance, the carrier, and other factors. Please check the tracking information in your shipping email. For estimated international delivery times by EMS, please refer to Japan Post’s official guidance.
* Delivery may take longer during busy periods or when transport is affected by weather.
* International schedules may change depending on local conditions and customs processing.
* No dispatch on Saturdays, Sundays, Japanese public holidays, the New Year period or warehouse holidays.
* Made-to-order and pre-order items are dispatched in the period stated on the product page.
Can I request or change the delivery date?
For items sent by parcel delivery (boxed / large), you may request a preferred date in the “Order notes” field at checkout at no extra charge. Date requests are not available for mail delivery, EMS, or pre-order items.
To change the date after dispatch, please contact the carrier directly using the tracking number in your shipping e-mail.
Can separate orders be shipped together?
Each order is processed and shipped individually, so unfortunately this is not possible.
My parcel was returned because I was away.
For standard parcel delivery within Japan, the holding period is generally 7 days, but please collect your parcel within the deadline shown on the missed-delivery notice or specified by the carrier.
If items are returned to us because delivery was refused, the recipient was absent for an extended period, or the address was unknown, the order will be deemed canceled. We may refund the amount received after deducting shipping costs for both directions and fees. We cannot re-send the same order.
If you receive a missed-delivery notice, please contact the carrier as soon as possible.
Do you ship internationally?
Yes, by EMS (Express Mail Service).
Fees depend on the destination zone (Japan Post EMS zones: Zone 1 China / South Korea / Taiwan; Zone 2 Asia; Zone 3 Europe / Oceania / Canada / Mexico / Middle East; Zone 4 United States; Zone 5 Central & South America / Africa) and the shipping class of the items. The final amount is shown at checkout.
* Import duties, taxes and customs fees charged by the destination country are not included and must be paid by the recipient.
* Items whose import is prohibited or restricted by local law may be seized or returned by customs; such orders cannot be refunded. Please check your country’s import regulations before ordering.
* Please check Japan Post’s website for countries where EMS is available or suspended.
Will I have to pay customs duties or import taxes?
Depending on the destination, customs duties, import taxes (VAT etc.) and clearance fees may be charged when you receive the parcel. These are not included in our shipping fee and are entirely the recipient’s responsibility. The amount is set by the customs authority of the destination, so we cannot tell you in advance.
If a parcel is returned because these charges were refused, we will refund the order after deducting the round-trip shipping and handling costs.
Can I choose the carrier?
Orders are dispatched from our partner fulfillment warehouse. Within Japan we use mail delivery (Yu-Packet / Nekopos) or parcel delivery (Yamato Transport / Japan Post); overseas we use EMS.
The shipping method is chosen by us according to the shape and size of the items. Customers cannot select the carrier.
Returns & exchanges
The item I received is defective.
If the delivered items are defective, damaged, short of the ordered quantity, or different from your order, please contact us through the contact form within 7 days of delivery. After inspecting the items, we will provide an exchange or refund. We will cover the return shipping costs in these cases. For items excluded from exchanges and refunds, please see “Can I return an item?” below.
Can I return an item?
We do not accept returns or exchanges for personal reasons, or cancellations or changes after an order has been confirmed.
If the delivered items are defective, damaged, short of the ordered quantity, or different from your order, please contact us through the contact form within 7 days of delivery. After inspecting the items, we will provide an exchange or refund. We will cover the return shipping costs in these cases.
The following items are not eligible for an exchange or refund:
・Items opened or used by the customer (excluding opening only to the extent necessary to check for a defect)
・Items scratched, damaged, or soiled through the customer’s fault
・Opened adult products that cannot be resold for hygiene reasons
・Made-to-order or pre-order items that we identified as non-returnable in advance
Can I exchange an item?
If the items are defective, damaged, short of the ordered quantity, or different from your order, we will inspect them and provide an exchange or refund. Please contact us through the contact form within 7 days of delivery. For items excluded from exchanges and refunds, please see “Can I return an item?” above. We do not offer exchanges for personal reasons. If you would like a different item, please place a new order.
Pre-order items
About pre-order items
For pre-order and made-to-order items, please check the order acceptance period and shipping schedule on the product page.
Can I order at any time?
For pre-order and made-to-order items, please check the order acceptance period and shipping schedule on the product page. Order periods are announced on this site and on X (formerly Twitter).
Can I cancel a pre-order?
Completed orders cannot be cancelled or changed (adding items or swapping products).
Please check the size, colour, price and quantity carefully before completing your order.
When will pre-order items ship?
For pre-order and made-to-order items, please check the order acceptance period and shipping schedule on the product page. We will notify you when they are dispatched.
The stated dispatch period is an estimate, not a guaranteed delivery date.
Items are dispatched in sequence once they arrive at the fulfillment centre (this may take 3–5 business days longer than planned depending on arrival).
Delivery may be delayed when orders are concentrated. Pre-orders may be cancelled if production quantities are reduced.
Delivery may also be delayed during carriers’ busy seasons, the New Year period or bad weather.
Can I request a delivery date for pre-order items?
Delivery date requests are not available for pre-order items.
To change the date after dispatch, please contact the carrier directly using the tracking number in your shipping e-mail.
Can I buy regular items and pre-order items together?
Please order pre-order items on their own. They cannot be combined with regular items in one order.
Other
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